Starter · Part of Workforce Management
Off-phone activity blocks (training, coaching, meetings, nesting)
Block agent time for non-productive activities cleanly — they show as "on training" not "missing," and the schedule + adherence treat them correctly. Coaching sessions and 1:1s stop being chaos.
For the operator
Schedulers create named activity block types — training, nesting, quality coaching, team meeting, one-on-one — and place them on the grid like shifts; agents see them as committed time, not unplanned absence. Adherence treats them correctly (an agent in a coaching block isn't off-task), routing respects them (no chats land during training), and the time appears in QA and L&D reports as the development investment it actually is. Coaching sessions and 1:1s stop being chaos.
Business impact
Coaching and training time is what pulls QA scores forward and keeps senior-tenure attrition from spiking — but if it's not on the schedule it doesn't happen, and what does happen doesn't get attributed. Making development time first-class on the grid both protects the cadence and produces the evidence trail you need to justify the L&D line item to the CFO. It also unblocks the ROI conversation on coaching because the time-investment side is finally measurable.